1Z0-1064-22 Online Practice Questions and Answers

You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.

Identify two valid approaches to get this large volume of data.

A. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

B. You can download large volumes of SR data from theAnalytics interface.

C. You must retrieve large volumes of data through a REST API endpoint.

D. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.

Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.

Which four steps are required to define this new category?

A. Select Create Category > Create Top-Level Category.

B. Check the Active flag.

C. Select the task Manage Service Request Categories.

D. Select Status = "Active".

E. Select Service Catalog in Functional Areas.

F. Select Create Category > Create Child Category.

G. Complete Category Name.

Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as anadministrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.

B. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the"Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.

C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.

D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.

Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.

What option could cause this problem?

A. The User Group selected for authoring articles has been set to `External".

B. The Base Locale for the articles has not been enabled in the correct language.

C. Users have not been given the "Knowledge Analyst" role.

D. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".

Your client has noticed that inbound emails from customers are not creating or updatingservice requests.

Which step should they perform to automate it?

A. Adjust the inbound message filters.

B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

C. Adjust permissions on all customer's profiles.

D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.

Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. In Advanced Search, confirm Record Set = Assigned to Me.

B. Change the section identified with Status = New

C. In Advanced Search, save and select the "Set as Default" box.

D. In Advanced Search, select Action > Update.

E. Click the Show Advanced Search icon.

F. In Advanced Search, Add Channel Type = Web.

What should you do to enable Password Reset in Digital Customer Service (DCS)?

A. Add the Password Reset component to your DCS application.

B. Instruct users that they can only change their password by chatting with an agent.

C. Enablethe "Password Reset" option in the User Administration component.

D. Obtain the Change Password Link and add it to your DCS page.

Which option describes the automated page presentation for incoming calls?

A. a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone

B. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone

C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone

D. a feature that displays a detailed caller profile based on your customer's country when you answer your phone

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.

Which are two reasonsfor this behavior?

A. You have not enabled the Computer Telephony Integration (CTI) service.

B. The only toolbar enabled is the default one, and you must configure at least two.

C. You did not enable the vertical toolbar which is required, while the horizontal is optional.

D. The signed-in user does not have the appropriate access privileges to a toolbar.

E. You entered a toolbar height that is not more than 70 pixels.

A service agent can create tasks from different system areas.

Identify three modules where a service agent can create and associate tasks.

A. Sales opportunities

B. Notes

C. Contacts

D. Social network

E. Service requests